Customer Services Team Leader in Cowes

Yokogawa Marex has an exciting opportunity for a Customer Service Manager. Reporting to the Sales and Service Manager, as the Customer Service Manager you are responsible for our global software support, training and systems team providing world class customer service to our global customers maximizing the value delivered by our software solutions.

You will be responsible for managing daily operations, developing customer service strategies, continual improvement, and fostering a culture of excellence and accountability within the team. The ideal candidate will possess a strong understanding of IT infrastructure, software development processes, and IT technologies in the manufacturing and process industry or other industries.

As Customer Service Manager, you will provide leadership, guidance, and support to our software service team of product specialists. You will be fostering a collaborative and productive work environment, motivating, coaching and developing the team. You will delegate and prioritize tasks, set objectives, coordinate activities and ensure the effective delivery of high-quality customer services, and timely resolution of support calls. Always looking for opportunities to improve processes, workflows, and service levels.

You will build strong working relationships with stakeholders across the global Yokogawa organization and report directly to the Management Team to achieve company goals and objectives.

As a Customer Manager, you will:

• Provide world class support for global software solutions meeting Service Level Agreements (SLAs).
• Provide regular and accurate departmental reporting to the Management Team for SLAs, KPIs, performance and opportunities for improvement.
• Ensure the information in the Customer Ticketing System is accurate and up to date to support all the operational and business needs and improvement initiatives.
• Identify, prioritize and escalate support issues, ensuring timely and effective resolution in line with SLAs.
• Identify and address recurring support issues and areas of concern.
• Provide effective communication and collaboration with technical and management stakeholders.
• Continually improve customer experience through process improvement and new services resulting in an increase in service revenue.
• Develop and implement effective customer service policies, procedures, and best practices.
• Lead, mentor, supervise, and develop the team to achieve performance goals and service standards.
• Collaborate cross-functionally with sales, product development, and product teams to ensure a seamless customer experience.
• Stay updated on industry trends and emerging technologies to optimize the customer service process.

We are looking for a colleague with:

• Degree-level technical qualifications in software or engineering related subjects (e.g. Bachelors degree in Electrical Engineering, Software Engineering, Computer Science, or a related field) and/or proven experience in a customer service leadership role in a software environment for 5+ years.
• Strong understanding of IT infrastructure, software development processes, and IT technologies in the manufacturing and process industry or other industries.
• Proven track record in the delivery of software support meeting SLAs.
• Strong conflict resolution, problem-solving, and decision-making skills.
• Proven ability to lead and motivate teams in a fast-paced environment.
• Analytical and data-driven decision making.
• Experience in CRM systems and customer service software.
• Experience of working within a structured quality system with knowledge of structured software support methods and processes.
• Enthusiasm, excellent communication skills (both verbal and written), be customer focused, thrive on problem solving, have the desire for continuous quality improvement and be a team player.
• Working Knowledge of Windows and Office.

Desirable but not essential:

• Project management experience, including overseeing software implementation or support-related projects (PMP, PRINCE2, or Agile certifications).
• Familiarity with process industry operations (manufacturing, chemical, energy, etc.) and relevant software applications (Historians, MES, ERP, SCADA, etc.).
• Understanding of the Software Development Lifecycle.
• Awareness of technology and software trends that may have an impact on the support of software packages.

What you can expect from us:

• Working from our offices in Cowes, on the Isle of Wight.
• 37 hours per week (Monday to Friday), with flexibility required to meet customer and business needs.
• A permanent contract with a competitive salary, depending on experience.
• Benefits, including pension with company contribution, death in service cover, bonus, healthcare, 25 days holiday plus bank holidays with increments based on length of service.
• Exciting challenges within a global organisation that encourages a high degree of individual responsibility, with excellent career opportunities.
• Innovative and advanced high-technology products and services.
• Opportunities for international travel.
• Opportunities for career advancement.

Due to the nature of our business, please be advised that at the offer of employment stage we will carry out Disclosure and Barring Service (DBS), Education and Employment checks on all candidates.

Diverse, Equitable & Inclusive culture

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.